|
operation
|
yes
|
Enter one
of the following (case-insensitive):
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agentID
|
no
|
Enter a
unique string of up to 11 digits. AgentID is automatically generated if you
leave the field blank.
In an
UPDATE operation:
-
You
cannot change agentID
-
If you
leave the field blank, the userName must reference an existing agent
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userName
|
yes
|
Enter up
to 255 ASCII characters. The login name supports the use of all characters from
33 to 126 in the ASCII character set, except for the following: double
quotation mark ("), forward slash (/), backward slash (\), square brackets ([
]), colon (:), semicolon (;), pipe (|), equal to (=), comma (,), plus sign (+),
asterisk (*), question mark (?), angle brackets (< >), hash (#), percent
(%), and SPACE.
For
supervisors and for agents with single sign-on (SSO) enabled, the username is
the user's Active Directory or SSO account username.
For
supervisors who are not enabled for single sign-on (SSO), the Active Directory
username must be in the user@domain format.
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firstName
|
yes
|
Enter a
maximum of 32 characters.
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|
lastName
|
yes
|
Enter a
maximum of 32 characters.
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|
password
|
no |
Enter a maximum of 256 ASCII characters. Password is case-sensitive.
If SSO is enabled, the password is not saved.
The default Minimum Password Length has been set in (see System Settings for Agents).
|
|
loginEnabled
|
no
|
Indicates
whether the agent is able to log in to the agent desktop. If not specified,
defaults to True.
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ssoEnabled
|
no
|
Indicates whether single-sign on is supported at the agent
level. This field takes effect only when the global level of SSO is mixed.
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|
description
|
no
|
Enter up
to 255 characters to describe the agent. If description is left blank during a
CREATE operation, it is set to the ID of the bulk job performing the CREATE
operation.
|
|
agentStateTrace
|
no
|
Indicates
whether agent state trace is enabled for this agent. Defaults to False.
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agentDeskSettingsName
|
no
|
Enter the
desk settings associated with this agent.
In a
CREATE operation, your entry of agentDeskSettingsName generates an error when
there is no desk settings with that name.
Leaving
this blank applies the System Default Desk Settings.
|
|
agentTeamName
|
no
|
Enter the
team in which this agent is a member.
In a
CREATE operation, your entry of agentTeamName creates that team if it does not
already exist. It appears in the List of Teams with the description BulkJob ID
####, where #### is the number of the bulk job.
| Note
|
If you
associate this agent with a department, the agent can belong to a global team
or to a team associated with that department. Global agents can belong to
global teams only; they cannot belong to departmental teams.
|
|
|
skillgroup(s)
|
no
|
Enter the
skill groups with which this agent is associated, delimited by the ";"
character. For example: sales;billing;support.
In a
CREATE operation, your entry of skillgroup creates that skill group if it does
not already exist. It appears in the List of Skill Groups with the description
BulkJob ID ####, where #### is the number of the bulk job.
|
|
defaultSkillGroup
|
no
|
Enter the
default skill group associated with this agent. If the field is specified, it
must reference a skill group defined for the agent.
In an
UPDATE operation, an error is generated if the value is no longer one of the
agent's skill groups.
|
|
attributes
|
no
|
These
fields are name = value pairs delimited by the ";" character, where = value is
optional for existing attributes. For example, english=true;sales=7.
Adding an
attribute with a data type (Boolean or Proficiency) and a value (true or 9),
either directly in the Attributes tool or with a bulk job, defines and protects
the data type and establishes that value as the default.
If an
attribute does not yet exist in the Attributes tool, entering an attribute name
without a value generates an error. For example if english is not yet an
attribute, then english returns an error.
You cannot
change the data type, but you can change the value. If english was created as
True, entering english retains the True value in a bulk update. You can also
enter english=false, which sets the agent attribute value to False, leaving the
attribute default value at True. You cannot enter english=10.
To clear
an agent's attribute value and reestablish the attribute default on a bulk
update, just specify the attribute name, for example, english.
In a
CREATE operation, your entry of attribute creates that attribute if it does not
already exist. It appears in the List of Attributes with the description
BulkJob ID ####, where #### is the number of the bulk job.
|
|
supervisor
|
no
|
Indicates whether the agent is a supervisor. Defaults to False.
|
|
supervisorTeams
|
no
|
Enter
names of teams that will be supervised by this supervisor, delimited by the ";"
character. For example: team1;team2;team3. Populating this field but leaving
supervisorUserName blank generates an error.
In a
CREATE operation, your entry of supervisorTeams creates that team if it does
not already exist. It appears in the List of Teams with the description Bulk
Job ID: ####, showing the number of the bulk job.
| Note
|
If you
associate this supervisor with a department, the supervisor can supervise only
teams in that department. If the supervisor is a global supervisor, the
supervisor can supervise any global or departmental teams.
|
|
|
departmentName
|
no
|
The
department for this agent.
A global
administrator's entry of department creates that department if it does not
already exist. It appears in the List of Departments with the description
BulkJob ID ####, where #### is the number of the bulk job.
If the
department already exists, then that department can be entered by a global
administrator or by an administrator who administers that department.
|
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